The 2-Minute Quick Fix Checklist
(Before Returning. Please and Thank You.)
Quick Answer
Most issues come down to setup, placement, or a simple adjustment period. Run through this quick checklist before starting a return, it solves a surprising number of problems.
Step 1: Confirm the basics (30 seconds)
- Is the item assembled correctly (if applicable)?
- Are all parts fully clicked/locked into place?
- If it's electronic: is it charged/plugged in and turned on?
Step 2: Placement check (30 seconds)
- Is it on a stable, level surface?
- Is it in a calm spot (not a busy walkway)?
- If your pet is avoiding it: move it closer to their usual resting area
Step 3: Quick reset (30 seconds)
- Turn it off and back on (or unplug/replug)
- If it has settings/modes, switch to the simplest/quietest mode first
- If its a fabric item, re-seat the cover/cushion so its smooth and flat
Step 4: Clean contact points (30 seconds)
- Wipe down surfaces your pet touches (pet-safe cleaner)
- Remove any packaging film or stickers
- For feeders/fountains: rinse parts that touch water/food
Step 5: Give your pet a fair try (the most overlooked fix)
- Many pets need at least 24-72 hours to accept a new item
- Don't force it - leave it in one consistent spot
- Add one positive cue: treat nearby, catnip (cats), or a familiar blanket or scent
If it's still not working, here's what to send support
To get the fastest help, include:
- Order number
- Product name
- 1-2 photos (and a short video if it's a tech issue)
- What you've already tried from this checklist
A gentle next step
If you're unsure whether it's a defect or a setup issue, message us first - we'll help you troubleshoot quickly.
Still need help? Message us below with your order number and a photo/video if possible, of the issue and we’ll help you as quickly as we can.